Understand Email Processing

This article contains the following topics:

As a Self-Service user, it is not required to log in to Serviceaide Intelligent Service Management to log a ticket. You can log new tickets or update existing tickets by sending an email to a configured email address. The configuration set up for incoming and outgoing emails identifies how the emails are processed. The SaaS platform administrator configures the support email addresses for your slice.

For example, the self-service user sends an email. Intelligent Service Management creates a ticket with the information contained in the email. The analyst works on the ticket, and then the application generates an email. The email is sent to specific recipients with details of the activity of the analyst.

Incoming Email Processing

The application parses the subject line of all incoming emails to determine the action to take on the email. The application can create or update a ticket through an email.

The application considers the following rules while processing an incoming email:

• The application matches the Ticket ID to an existing ticket, if the subject line contains the Case number with a ticket identifier. The action that is taken depends on the matching criteria. 
  
  • If the email refers to a closed ticket. 
    The application uses the communication template to email the sender that the ticket has been closed.
  • If the email refers to a ticket with any status other than closed.
    The application appends the message body to the ticket. The application also sends a notification to the ticket owners.
  • If the email refers to a ticket that does not exist.
    The application uses the communication template to email the sender that the ticket does not exist.
  • If the ticket is open.
    The application updates the ticket and the email is attached.
  • If the email subject line contains the words Get Status. For example, the subject can be "GetStatus CASE#100-10" or  "GetStatus SRQ#100-10".
    The application sends an email with the ticket status to the sender.
  • If the email subject line contains the words Automatic Reply. 
    The application does not generate a new request.
  • If the subject line contains more than one ticket identifier.
    The application acts only on the first ticket.

  • If the email subject line is empty:

    The application will not create a ticket and that request will be discarded. 
  • If the email does not contain an identifier.
• • The application creates a new ticket.
  • The supported keywords in the subject line of incoming emails are Case, Ticket, Service Request, Incident, Problem, Change Request, Task Ticket, SRQ, INC, PRB, CHG, TSK.
  • If the subject line matches an existing Change Ticket (CHG# Valid Case-Ticket ID), the application uses the subject line to identify the approval notification. 
    Examples of the subject line text are,  Problem ticket#---, Service Request#---, Incident ticket#—, RE: INQ_CHG#---, INQ_SRQ#----, INQ_INC#-----, INQ_PRB#-----, INQ_TSK#-----, RE: TSK#---, SRQ#----, INC#-----, CHG#-----, and PRB#-----.
  • If the first word in the message body is Approved or Rejected in any supported languages.
    The application updates the Approval Comment on the ticket and modifies the status of the ticket. The application appends the message to the ticket as a communication.
  • If no matching keyword is found, the application appends the message to the ticket as a communication.
• If the subject line does not match any of the specified conditions, the application creates a ticket with the subject line as the description of the ticket. The application uses the body of the email message as the ticket details. The application adds the attachments that it receives with the email to the ticket as an attachment.

Note: The email engine processes the email notification recipients in this order: organization, then roles, then support groups. After you identify the recipient, the application replaces the entity name of the recipient with the associated member email ID. The application also sends the email to the identified recipient. Be sure to provide unique names for organizations, roles, and support groups, so notifications reach the correct intended recipient.

Outbound Email Processing

The outbound email configuration manages how email notifications are sent from the application. Some examples for outbound emails are automatic notifications from tickets, auto routes notification, and password reset notifications.

All the email notifications are gathered, queued, and sent to the email server in batches of 100 by a background job. If the notification delivery fails three times, then the notification is marked as failed and is discarded.

Note: The background job attempts to deliver the notification to the email server for a maximum of three times. If the notification delivery fails after three attempts, the notification is marked as Failed. The background job discards the notification delivery.

The Outgoing emails are processed according to the following rules:

• Notification Recipients: You can manually select the recipients in several ways:
  • Use the Send Mail Option
  • Type in the To, CC lists
  • While configuring a communication template
• Considerations for outbound emails include:

• • Specify at least one recipient.
  • Notifications are only delivered to active organizations, roles, and support groups.
  • The active status of a recipient is not checked when you manually enter an email address.